Shaun McKeogh a representative of Management Resources, hosted the IAAPA Safety Institute in HCMC. This was the first ever gathering of attractions in the same space in Vietnam. The event was sold out, including 90 IAAPA members who attended. There were representatives from Hong Kong, Macau, Singapore, Philippines, UAE, Indonesia, USA, and of course, Vietnam. The day before Shaun hosted a city tour and reception for everyone at a local attraction, and that night took them out to a social event.

The following day Shaun hosted the VAAPA: The Vietnamese Association of Amusement Parks and Attractions. The inaugural meeting was attended by 16 industry reps. Shaun chaired the meeting and the team agreed on a name, goals, membership structure, member benefits, and a short term strategic plan. VAAPA plans to hold three meetings a year in person and one by conference call. VAAPA has also set up an interim committee to get things moving forward towards legalizing the association in Vietnam.

The Old Jameson distillery has announced a refurbishment that will be completed in March of 2017. The distillery has been open since 1997 and is on the site of the original Jameson distillery which operated from 1780 to 1971.

MR worked with Jameson on the initial operating P&L, as well as worked with BRC on the design guidelines & throughput. MR also developed the POS RFP, and is currently assessing ticketing and access control vendors.

Aquarium of the Pacific will open a new wing, Pacific Vision, that will supercharge its already bold and innovative approach to ocean education.​It will use “the best of informal education, building on elements and strategies from museums, science centers, and aquariums around the world, to ignite a passion for the environment in future generations.”

MR is working on Business and Operational Planning for this expansion.

Encore Capital Management released the project renderings for the waterfront destination Margaritaville resort. Encore is giving guests an idea of what they will see in 2017 when the first phase is complete. This will be a great addition to Central Florida and the Margaritaville Resort will help push Central Florida to one of the top leisure destinations in the world.

​​MR completed the Business and Operational Planning for the water park that will be a part of Margaritaville and we are happy to see progress.

My 10-year-old son, Nathan, received a set of juggling clubs for his birthday. I thought to myself, “Hey, this looks easy!” On reviewing the accompanying book of instructions, my eyes began to roll to the back of my head and I could feel a rather large headache forming.

​The process of learning to juggle reminded me very much of all those managers who are also learning to juggle—juggling the human resources (HR) hat. Most of our independent attractions, such as family entertainment centers (FECs), smaller amusement parks, water parks, and cultural institutions, may not have the luxury of a dedicated and qualified HR team. Their HR reality often means someone, such as the general manager, has to juggle the HR hat as well as many other responsibilities. If that sounds like you, read on and see what we can learn from Nathan’s juggling instructions.

Effective employee recognition doesn’t necessarily require a big investment, said panelists during “Big Reasons to Reward Your Employees.” And the benefits can have a sizeable impact on your business.

According to Melissa Felder, chief marketing officer for the California Academy of Sciences, high visitor satisfaction scores are linked to high revenues and ample recommendations to potential future guests. What is the key to high visitor satisfaction? Happy employees.

The first step, according to Tom Mehrmann, CEO of Ocean Park Corporation, is hiring the right employees. Mehrmann listed eight traits any potential applicant should exhibit, including an aptitude for organization, teamwork, flexibility, and quality as well as the ability to problem solve and communicate effectively, and a drive to reach goals. “You have to hire the right people, otherwise you have no foundation to begin with,” he added.

After hiring the right employees, it’s crucial to create a nurturing environment to keep them. At Ocean Park Hong Kong, a number of programs designed to enhance employee satisfaction have been instituted, including paternity leave, a staff social club that organizes employee trips and outings, and a staff committee that voices employee concerns, which helps to lessen the need for a union, Mehrmann added. The CEO also advises taking the time to personally hand-write thank-you notes to employees, which he does for any compliment submitted about an employee by a guest.

“We want employees to think of it as the first place they want to work, and the last place they want to leave,” Mehrmann said.

Creating a positive employee culture can be simpler than you might initially think, said Shaun McKeogh, vice president at Management Resources, head of the company’s International Training Academy, and co-author of “Reasons 2 Reward: Transform Your Business by Rewarding Your Team Members.” To acknowledge employees for a specific act in a way that makes a big impact, whether it comes as a handwritten note or in-person praise, McKeogh recommends taking these steps:

Name the person, so the compliment feels personal.

Describe the act specifically, so they know why they are being recognized.

Describe the specific impact on the guest.

Describe how the act positively impacts the business.

End with sincere, personal praise.

McKeogh listed budget-friendly ways to acknowledge and reward employees, including pre-printed recognition cards that come with scratch-off prizes, internal newsletters spotlighting years of service or special instances of when employees went above and beyond. Volunteer days, like costume characters visiting a local hospital, can instill a sense of company pride in employees. Or, get more creative and plan an annual banquet, like the Academy Awards-themed reception the California Academy of Sciences throws for its employees. In addition to rolling out a red carpet lined with paparazzi (who are actually staff from the photography team), Felder says the banquet includes a cocktail reception and awards ceremony to make employees feel extra special.

“What you’re doing in celebrating is creating a culture that recognizes employees,” said McKeogh.

The family entertainment center (FEC) track started with a literal bang as Shaun McKeogh led the packed meeting room in a chant of “IAAPA,” followed by an audience volunteer thumping a drum.After the booming introduction to “Little Things Make a Big Difference When It Comes to Training,” McKeogh described how the “insignificant bits” can have a huge impact when it comes to brand, procedures, safety, retention, and—especially—profits. “They’ll be able to upsell your hot dogs and popcorn,” said McKeogh, vice president at Management Resources and head of International Training Academy. For entire article please click here.

Crayola has announced it will open a new brand-land, Crayola Experience, in the summer of 2015 in Orlando, Florida. This location in The Florida Mall will feature 25 hands-on attractions, providing a fun and creative experience for both resident and tourist families alike. MR provided business and strategic planning during the new location planning process. We look forward to watching another client continue to grow and provide an amazing experience to an expanding number of visitors.
​Please click here to download the Press Release or click here to visit Crayola Experience’s website.

The re-envisioning effort that produced the Crayola Experience began over three years ago. Bay Laurel Advisors and MR combined to develop an initial analysis for the renovation program, set goals for the project, and assist in the recent launch of this new experience in Florida. The following InPark Magazine interview features George Wade, long time friend, colleague, and collaborator on this as well as many other projects. Great interview, George! From Easton to Orlando, Crayola Re-Draws the Brand-Land Experience